P.O.

Box 1180, Midland Western Australia 6936

(B) (08) 9294 4881 (M) 0408 090 696 Email will@verbaljudo.com.au Website www.verbaljudo.com.au

ABN 65 350 187 401

Verbal Judo - Key Outcomes for The 2 Day Contact Professional Verbal Judo Course
Verbal Judo is tactical communication and the art of persuasion that enables the user to generate compliance in others under stressful conditions by using learned patterns of behaviour. This allows staff to perform professionally under all conditions whether it be with clients, members of the public, or other staff. Key Outcomes of the training are listed below; Attendees are taught, shown, and have the following demonstrated to them; Test and evaluation by class of live video footage of incident The difference between natural and tactical language The Professional goal - redefined What words work and what words DO NOT work, and why Dealing with difference - How to read people How to professionally handle Verbal Abuse How to remain Professional under pressure The art of professional representation between employee and their organisation Survival in Communication - the difference between Words and Meanings Your delivery Style = 93% (success or failure) Controlling scenes and personal safety tactics

Sole Australian Provider Minnelly Pty Ltd (A.C.N. 102 969 326) Trustees for the Swell Trust T/A Verbal Judo Australia

P.O. Box 1180, Midland Western Australia 6936

(B) (08) 9294 4881 (M) 0408 090 696 Email will@verbaljudo.com.au Website www.verbaljudo.com.au

ABN 65 350 187 401

Day Two: Demonstration technique vs force The heart of Verbal Judo -The 5 step Hard Style technique to overcome verbal resistance using the 4 appeals of persuasion The Tactical Eight Steps a crucial professional and powerful walk up and talk process when entering scenes or attending to complaints The Art of Translation getting the message across The Art of Mediation the quintessential art thinking for people in their best interests LEAPS listening, strategies in questioning, paraphrasing and summerising Defining the four appeals of persuasion Crisis intervention SAFER Moving Beyond Words when words fail

Time is set aside for attendees to discuss various scenarios and evaluate how the main tactics apply to their specific areas of work. A Theory Test can also be given for underpinning knowledge.

Sole Australian Provider Minnelly Pty Ltd (A.C.N. 102 969 326) Trustees for the Swell Trust T/A Verbal Judo Australia

P.O. Box 1180, Midland Western Australia 6936

(B) (08) 9294 4881 (M) 0408 090 696 Email will@verbaljudo.com.au Website www.verbaljudo.com.au

ABN 65 350 187 401

Course Outline 2 day Course Verbal Judo for The Contact Professional
DAY 1 0900 - 1030 Introduction - test (class evaluation of video incident) Seven Goals of Course Professional Traits Morning Tea Module 1 - Professionalism 1045 - 1230 The Professional Goal Habit of Mind Verbal Abuse The Contact Professional Art of Representation Lunch Module 2 - Communication 1310 - 1430 Words vs Meaning Roles 2 = 6 Delivery Style Afternoon Tea Delivery Style Tactical examples Verbal contact and cover Misreading Scenes Loss of proximic control 90% 10% principal of body language Module 3 - Tactics 1 Verbal Judo vs Verbal Karate Physical Demonstration technique vs force Review 1600 End Day 1
Sole Australian Provider Minnelly Pty Ltd (A.C.N. 102 969 326) Trustees for the Swell Trust T/A Verbal Judo Australia

1030 - 1045

1230 - 1310

1430 - 1445 1445 - 1600

P.O. Box 1180, Midland Western Australia 6936

(B) (08) 9294 4881 (M) 0408 090 696 Email will@verbaljudo.com.au Website www.verbaljudo.com.au

ABN 65 350 187 401

Course Outline 2 day Course Verbal Judo for The Contact Professional (continued)

DAY 2 0900 - 1030

Module 3 - Tactics 1 (cont) Review Verbal Judo illustrated The Five Step Hard Style of Persuasion Morning Tea The Tactical Eight Steps Module 4 - Tactics 2 The Art of Translation The Art of Mediation L.E.A.P.S. Five Tools for Compliance E.R.P.P. The Four Appeals of Persuasion

1030 - 1045 1045 - 1230

1230 - 1310 1310 - 1320 1320 - 1445 1445 - 1500 1500 1540 - 1540 - 1600

Lunch S.A.F.E.R. - Moving Beyond Words Scenario discussions / video examples Afternoon Tea Theory Exam Evaluation and Course Closure

Sole Australian Provider Minnelly Pty Ltd (A.C.N. 102 969 326) Trustees for the Swell Trust T/A Verbal Judo Australia